Strategic Insight Manager at Webhelp SA

• We want someone who can work well under pressure, keeping their cool under tight deadlines in a fast-paced environment. Someone with more than just a proven track record of experience, someone who is passionate about big data and effective ways of working.
• You’ll need to be future thinking and passionate but also understand the needs of our business and how data and analytics drives true value through everything we do.
• If you have the right skills, experience and attitude, then don’t miss out on what could be your perfect dream job. Apply today!

What you’ll be doing

• Delivering innovative value adding analysis and insights
• Managing insight analysts in line with agreed objectives and targets, whilst maintaining a dynamic and creative environment
• Delivering an exceptionally high level of objective insights based advice based on analytics to guide account strategies and tactics
• Managing stakeholders on allocated key accounts
• Delivering analytical outputs and presentations to internal and external clients
• Working in partnership with clients to ensure the analysis to deliver analytical results, driving strategy and ensuring analytics deliver to business plans
• Taking analytical recommendations and supporting implementation of them into operations, working with stakeholders to deliver solutions that drive tangible improvements
• Working closely with the BI and Solutions Teams to ensure opportunities are appropriately designed and subsequently tracked through effective monitoring of advisor and customer behaviours
• Proactively identifying opportunities to improve the drivers of cost and revenue through analysis of trends, KPIs, root cause and other applicable analytical techniques

What you’ll need

• Matric
• Degree level qualification (preferably in science or mathematics)
• Customer management experience (Preferred)
• Contact centre and channel analytical experience (Advantageous)
• Excellent numeracy, communication, planning and problem solving skills
• Demonstrable logical thought process as well as methodological approach to problem solving and analytics
• Proven understanding of fundamental statistical analytical techniques
• SQL coding skills and process analytical skills such as Six Sigma or Prince 2 (Advantageous)
• Experience in using BI and analysis tools (PowerBI, SQL, SAS, SPSS, Portrait, Qlikview or similar) to manipulate and analyse large volumes of data
• Salesforce experience (Advantageous)
• Understanding and practical use of segmentation and predictive modelling techniques
• Experience in analysis of unstructured data such as speech, text and web data (Advantageous)
• Project management experience (Advantageous)
• The ability to make complex analytics simple to understand to our stakeholders
• Proven track record in effectively supporting change management initiatives (Preferable)